Terms of Service

1. WHO WE ARE & WHERE WE WORK

Hotwash Mackay Pty Ltd (ABN 34 689 002 588) provides softwash / pressure cleaning in Mackay and surrounding areas.

2. QUOTES & DEPOSITS

Quote valid 30 days.
No deposit required unless otherwise agreed in writing.
Quote includes external cleaning only – internal window glass may affect final result - note items 5 & 6.

3. PAYMENT

Due within 7 days of invoice unless otherwise agreed in writing.
Payment terms: 7 days.
EFT or cash only.
Late after 7 days: – $25 admin fee + 2 % per month on overdue amount (calculated daily).

4. CANCELLATION POLICY

Cancellations must be in writing (email or SMS) and received by us before the following deadlines:

Notice Received | Cancellation Fee

48 hours or more = $0
24–48 hours before job = 10 % of total quote
Less than 24 hours = 15 % of total quote.

Deadlines calculated from scheduled start time.

Email: hotwash@pm.me
SMS: 0401 509 274
Verbal cancellations (phone call) are NOT accepted.
Fee invoiced immediately. Payable within 7 days.

GOODWILL CLAUSES

One free reschedule allowed (must give 24+ hrs notice).
Weather delays (rain, storm, unsafe conditions): No cancellation fee – job rescheduled at no cost.

5. ACCESS & CUSTOMER RESPONSIBILITIES

You must:

Relocate outdoor furnishings away from work areas.
Ensure all windows & doors are closed.
Provide clear, safe access (unlock gates, secure pets).
Pre-wet gardens or allow us to.
Remove fly screens (we do NOT remove them).
Inform us of fragile paint, bat stains, red dirt, rust, delamination, or grease. We may pretreat to reduce effects – no guarantee of full removal.

6. WHAT WE CAN’T GUARANTEE REMOVAL OF

Bat droppings, red dust, rust stains, oxidation
Grease stains (sink deep into substrate)
Paint flaking, bubbling, or poor adhesion
Internal window dirt (external glass only)

We may pretreat to reduce effects. All care taken – no liability if marks remain.

7. OUR GUARANTEE

100 % Happy Guarantee – If you’re not satisfied, we’ll re-attend within 30 days at no extra cost, subject to these Terms.

8. LIABILITY

$20 M Public Liability insurance.
Max liability = total job price paid.
Zero liability for: – Pre-existing damage – Consequential loss – Acts of God or third-party actions

9. PHOTOS & MARKETING

We may use before/after photos for website, Google, socials. Opt out anytime – tell us before we start.

10. CHEMICAL RUNOFF & ENVIRONMENT

We neutralise all chemicals and prevent runoff to stormwater.

11. ACCEPTANCE

Booking, signing a quote or paying any amount = you accept these Terms.

12. GOVERNING LAW

These Terms are governed by the laws of Queensland, Australia. Any dispute must be resolved exclusively in the Mackay Magistrates Court (or higher Queensland court if required by law).